How do you do....it? Thread, Which Helpdesk Ticketing System? in Technical; Here at Room Booking System, we use Help Scout and I'd strongly recommend you at least give it a trial. ...
28th October 2013, 04:34 PM #31
Here at Room Booking System, we use Help Scout and I'd strongly recommend you at least give it a trial. We looked at lots of other software when changing from managing things by email: Zendesk, Freshdesk, Desk.com, Kayako, osTicket, UserVoice, Tender App, and more. I didn't like a lot of the other software because it was cumbersome for people to use.
Obviously we're not a school but many schools contact us by email for support and without Help Scout, we'd be lost with a shared inbox. The best part is that it's invisible to end users, to them it's email. There isn't anything referencing a ticket number or "click here to add a reply" so it's incredibly easy for end users.
At our end, it keeps track of all tickets, we can assign to people, change the status, add internal notes, create rules for messages to be automatically assigned (or auto-responded to), use saved replies, etc. It doesn't have a calendar, but I don't think it needs one anyway. Also tickets are either unassigned or assigned to one person. They're just about to release a knowledge base that can be used for both internal and external use, this is how it looks: Help Scout Support - Help Desk
It's really helped us maintain our legendary support as it ensures no emails become lost or forgotten about unlike a shared inbox. 100% recommended!
Last edited by roombookingsystem; 28th October 2013 at 04:36 PM.
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28th October 2013, 04:44 PM #32
The Help Scout website seems to take an age to load here. Is that the case for anyone else? Looks a great, simple solution, but if it's slow then it's not ideal. Also, one drawback seems to be you can't create cases for others. So it's reliant on end users being able to submit their own requests.
Last edited by Edu-IT; 28th October 2013 at 04:49 PM.
28th October 2013, 04:51 PM #33
We use it every day (even weekends) and the speed is fine, though it's never going to be instant like an on-site solution. You can start a new "conversation" as they call it from inside Help Scout and choose to either have it as an internal note, or send an email to the end user.
Originally Posted by Edu-IT
28th October 2013, 05:51 PM #34
I'm shocked no one mentioned service-now.com I used them for 2 years... Very good system. Even Google uses them (or did)
29th October 2013, 03:53 PM #35
Would you mind telling me how? It's so obvious, I can't see it, I'm sure.
Originally Posted by roombookingsystem
4th November 2013, 10:53 AM #36
Anybody tried System Centre Service Manager?
15th November 2013, 09:48 AM #37
Has anyone heard from Ozan (ICTNUT) recently? He seems to have fallen off the face of the planet & v2.5 has been in beta since forever.....
21st November 2013, 04:48 PM #38
- Rep Power
Is this Ozan at OPSoftware?
If so I'd like to know where he is too - I'm trying to get my trial of the software set up, but can't get hold of him.
21st November 2013, 05:01 PM #39
A vote for Spicworks here. Good reporting and management functionality, and free!
22nd November 2013, 01:52 PM #40
- Rep Power
We Use Spiceworks in School, and it does a job overall. No problems for the last 4 years.
Would recommended Spiceworks to you all!!!
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